Business Profile

Cable TVs

Altice USA

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Altice USA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,862 total complaints in the last 3 years.
1,732 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/24/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our internet company has outages and refuses to credit our account. We have emails from Optimum showing when the service went out and when it came back on. When I called the next day to see when our service would be restored they could not answer that question and told me if I wanted credit I would have to call back at a later date. Which I did and they refused to give me credit because it was not noted in their system which I told them I had all the emails from the days they did not provide me internet or cable. I work from home and it cause me not to be able to send in my daily reports to my job on top of that we had no tv. They refuse to acknowledge their faults in this matter. When I did speak to a supervisor after 3 days of trying she told me they can only reimburse me $17 for the 4 days of service I was out. (Oct 4-5, 2022) and (oct 16-17, 2002) for the full day of the 4th and the 16th. It was partial out the 5th and 17th. I have emails to suppose my claims in this matter. I loaded Oct 4-5. I also have Oct 16 and 17. Please email me so I can send those emails as well
Business Response
Date: 11/04/2022

In response to the complaint, Optimum spoke with the customer on October
25, 2022, to acknowledge receipt of the complaint. Optimum was able to address
the customer’s billing issue in full. Optimum attempted to speak to the
customer on November 4, 2022, to clarify any outstanding concerns but we were
not successful; however, a voicemail and email were sent providing our direct
contact information. We remain available should any further assistance be
required.
Initial Complaint
Date:10/24/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Altice for internet service. They asked me to send documents proving I didnt live here during the last owners service so they could remove a block. I sent those over and they told me I was responsible for her $425 bill. I sent documents showing I lived in sherwood September 21st and that I had services on at this address September 27th. I called again and they said that I was responsible if I lived there on or prior to Sept 14th which I did not and my documents supported that. They are still refusing to connect my internet unless I pay someone elses bill. I have no other option for internet service and need internet as I work from home and have two homeschooled children. The representative proceeded to yell at me that I had just said on a recorded line that I had services turned on in the middle of September. I had to look at the dates to know exactly when. I am at a loss as to why I need to pay someone elses unpaid bill to have my address unblocked as it is not my responsibility.
Customer Answer
Date: 10/28/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
Date:10/23/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Our TV was "tiling" so bad that we could not watch it. Called for service. Technician found that the cable from the wall to our Altice box was bad. We were charged a $60 service fee on June 3, 2022. This is the same cable they used to install our service. I called and requested a credit twice and was told that cable was our responsibility and they would not issue a credit. I talked to a Kimoy with Optimum/Suddenlink today (10/21/22) and was given this info. I called back in August about this and someone was to get back to me but never did. I asked Kimoy if we had to diagnose all our problem with this service. He did not answer.
Business Response
Date: 10/25/2022

In response
to the complaint, Optimum spoke with the customer on October 24, 2022, to
acknowledge receipt of the complaint. Optimum was able to resolve the customer’s
billing concerns in full. We remain available should any further assistance be
required.
Customer Answer
Date: 10/25/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

****** ***
Initial Complaint
Date:10/22/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was a long time Optimum customer. During the Pandemic I was working at home and working through a VPN. At some point, the service kept disconnecting. So, I called Optimum and told them I want the best, most powerful service you have. So, I paid for the top service. Soon after, I started getting disconnected from the VPN. My IT department ran some tests and said that I wasn't getting enough speed. So, Optimum came to the house and brought a new modem and router from Altice. They tested the speed and it worked well, but within an hour after the guy left, it dropped again.

I called Verizon and had them install FIOS and, when they did, I cancelled Optimum/Altice. I told them that I wasn't going to pay for the service for the month because it did not work correctly and cause me to lose money, as I was being paid by the hour.

Now, I received a bill from a bill collector trying to fleece me out of $364.00. I don't feel that I should pay for a service that was inadequate and not what was promised to me. Optimum sold something, but didn't deliver and after months of paying, I got rid of it.

My Account No was *********
Business Response
Date: 11/04/2022
In response to the complaint, Optimum spoke with the
customer on October 24, 2022, to acknowledge receipt of the complaint. Optimum
confirmed that the balance referenced in the complaint was due to unreturned
equipment charges, which will be removed once all Optimum-provided equipment is
returned. Optimum followed up with the customer on November 4, 2022, and
explained. The customer has been provided with our direct contact information
and we remain available should he have any further questions or concerns.
Customer Answer
Date: 11/04/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

******** ******
Initial Complaint
Date:10/22/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Trying to transfer a landline phone service from Optimum/Altice to Att Wireless for over 30 days now. Have spent countless hours calling both Optimum and Att, Optimum refuses to let the number go or provide the pin number required to transfer the number. This is my business line for the past 10 years and right now it is deactivated.
Business Response
Date: 10/28/2022

In response to the complaint, Optimum spoke with the
customer on October 24, 2022, to acknowledge receipt of the complaint. On
October 28, 2022, Optimum confirmed with the customer that the phone number had
been successfully ported to the other provider. The customer has our direct
contact information should any further assistance be required.
Initial Complaint
Date:10/20/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Beginning August 2022, Cherokee County Electric came to my street in Bullard (it’s literally one street) and installed Fiberoptic lines. When they were doing this, they hit an internet line of Suddenlink (Optimum now owned by Altice USA as I understand). As a temporary fix, they put a cable right across the home and across the street to the other house. I have called and chatted and called and they said they cannot help because I don’t have an account. That cable runs right in the middle of the street. The neighbor who has an account said they’ve called and they won’t send anyone to “bury” the line. Today, after filing a complaint with the FCC, I had a contractor finally come out. I was at work when he came so he called me. He said because the issue is not at my house, there’s nothing they can do. And that what I’m seeing is just a “feeder” line as a temp fix. They actually have to re wire and bury in their yard. I told him to go knock on their door and he said they have to call. I tried to call the supervisor back and she gave me the wrong number. I can’t get this line fixed. This is absolutely ridiculous. It looks like an extension cord running through a living room. I am including photos.

I want Optimum to come bury this line correctly ASAP!
Business Response
Date: 11/01/2022

In response to the complaint, Optimum spoke with the
customer on October 20, 2022, to acknowledge receipt of the complaint. Optimum
was able to confirm with the customer that the outside work was completed on
October 28, 2022. We remain available should any further assistance be
required.
Customer Answer
Date: 11/02/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *****
Initial Complaint
Date:10/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was signed up in 1/2021 for a "price for life" 150mbps internet & value tv bundle plan for $95 a month with a $5 discount for paperless billing. My sons got covid 2 months straight after covid started and I was not allowed to work which out me behind on my bill. When I called and spoke with numerous people at what was then SuddenLink they assured me that my plan would NOT be affected since it was due to covid as I could not help not being allowed to work for a month straight. Right before Optimum took over SuddenLink my price went up and my bill went from around $155 a month to around $210 a month and I have lost many many channels in my lineup. I have tried to speak with a supervisor more than once at Optimum and they have all been extremely rude and do not understand what I am talking about. One told me that it isn't a contract but when you enter into an agreement it is a contract and another told me that price for life falls away over time which tells me it was false advertisement to begin with. I had to bury my own cable because after calling for 3 months to get someone out here to do it I started to bury it on my own before they finally showed up. So they provide false advertisement, they do not honor their contracts, they take away channels while raising the price on you and they refuse to offer any type of help. If I could get ANY other service at my address I would in a heartbeat but I cannot so I will have to literally MOVE to get a decent internet provider so that is what I will be doing which is absolutely ridiculous to have to do.
Business Response
Date: 10/20/2022

In response to
the complaint, Optimum spoke with the customer on October 20, 2022, to
acknowledge receipt of the complaint. A service visit was completed on October
20, 2022, where the technician repaired the outside wiring to resolve the
problem. On October 20, 2022, Optimum followed up with the customer and
confirmed the above. The customer has our direct contact information should any
further assistance be required.
Initial Complaint
Date:10/18/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am not a customer at **** ****** ** * ******** **, however I do have an account at another location in NY. This complaint references **** ****** *** ******** *** I have at least 150 ft of downed wires that belong to your company hanging in my backyard. They run through my yard connecting neighbors with your service. The fact is that these wires are hanging near electric wires, near swimming pools and near a hot tub. I babysit my young grandchildren who cannot play anywhere in the yard as these wires pose a danger. I have been in touch with your customer service department many times over the past few months with hours waiting on hold and speaking to your representatives and supervisors to no avail.They first told me because I am not a customer, I didn't have priority. They've sent technicians three times. Each time the technicians cannot take care of the matter as it has to go through the construction department. One technician labeled it an emergency and said it would be taken care of within hours. That never happened nor was there a follow up. After repeated calls I was told by your representatives that I should call 911, move the wires myself, and even was told to cut them even though they are 18 inches from live wires. Finally, I was told that a construction crew would handle it. Instead another technician came and repeated the order to construction. I then was on the phone for hours and was promised by someone higher up in the company that someone would handle the situation on 10/14/22. Another technician couldn't handle the situation. Now I've been told by Vito that it could take up to 90 days which brings me into Jan,! I personally feel this is an emergency situation and the way your company has handled it to date is unacceptable! This has been going on since early Sept. and if it's not resolved immediately I will have no other recourse than to go to local news, FCC, and the Attorney General's office. The issues are quality of life and safety!
Business Response
Date: 10/26/2022

In response to the
complaint, Optimum spoke with the customer on October 19, 2022, to acknowledge
receipt of his complaint. On October 19, 2022 Optimum was able to remove the lines referenced. We remain available should any further assistance be required.
Initial Complaint
Date:10/18/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I cancelled Optimum service in November 2021. At the time, they did not inform me to return the modem and router back to them until they quietly charged my credit card for $180 in February 2022. After calling them and found out the reason, I immediately packed and sent both of their modem and router back in April 2022. Optimum received the modem and router on April 5, 2022 but claimed that they only received one of the 2 items and only refunded me $80 in optimum prepaid credit card. I called the customer service several times after that. On August 19, 2022, I called them and they said that their supervisor would call me back within 24 to 48 hours but they didn't. On August 23, 2022, I called them again, one of their representatives told me that they will mail out the $100 soon. Today (October 18th, 2022), I called again, they insisted that they only received one of the two items. First of all, why would I need the modem and router from them after having my account closed? Second, they could clearly check if any of these items are still on and working after they received my package or they could check the package weight to find out there were two items or one. Third, I swear on my life and anything important to me that I have returned both modem and router back to them. What if their workers stole the item? Where are the facts? They just conveniently assumed that I didn't return one of the 2 items. They are notorious for stealing innocent citizen's money, especially elderly's money. I urge them to refund me my $100. This behavior should be ceased and desisted. They owe me a sincere apology with a corrective action. They ignore customer's request and only thing they care is MONEY. All of the evidence are in their computer system, they need to verify the facts.
Customer Answer
Date: 10/19/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
re: BBB assigned Case#********
Please see the attached shipping info from FedEx.

** ********** ******* *** **** ** ******** ** **** ** *** ******************** ******

Sorry, I need to correct that I was at Walgreens at 3:48pm on Saturday, 2/26/2022.

The package was delivered at 11:30am on 3/1/2022.

The weight was 3.7lbs.

Please see the detail information on FedEx online tracking.

Thank you.

** ***

Business Response
Date: 10/20/2022

In
response to the complaint, Optimum spoke with the customer on October 20, 2022,
to acknowledge receipt of his complaint. Optimum was able to resolve the
customer’s billing concerns in full. We remain available should any further
assistance be required.
Business Response
Date: 10/21/2022
In response to the complaint, on October 21, 2022, Optimum spoke with the customer and
confirmed all issues have been previously addressed. We remain available should
any further assistance be required.
Customer Answer
Date: 10/26/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is dissatisfactory to me even though the matter has been resolved. It wasted me a lot of time and energy.
I would like to add my negative comments about Optimum. Optimum do not provide customer courtesy and if I didn't provide the receipt of mailing the item back, they would refuse to refund me. The whole incident was about their employee stole my modem but Optimum insisted that I didn't return the modem and charged my credit card discretely. It happened to me 2 times, one time after 3 months and one time after 6 months. There was no advance warnings of oral communication or written letter for such charges. By the time they charged me, I may not remember or be able to provide the evidence. Optimum then claimed arbitrarily that it was customer's fault and dismiss the case on their own. They accused customer while failing to further investigate the bigger problem with their employees within the company. They just don't care.

Please escalate this comment to Optimum's upper management in order to help more innocent customers.

Sincerely,

** ***
Initial Complaint
Date:10/17/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The initial issue began on or around August 13th, 2022. I had noticed that my internet speed was half (200MBps) of an agreed amount (400MBps) that was set from a previous issue that had occurred on 9-7-22. The case number for reference with suddenlink/altice/optimum is ******.

After calling in the issue to have the associate find there was still a problem with the tap, a technician was sent within the week. The technician confirmed that there was still a problem, along with above ground exposed wires, and that someone should be by to fix it. Calling back that next week, it was found that no such service appointment was ever made. I then told them to schedule one, at which point I was assured that it was to fix the tap and that it would be within a couple of days. I then receive a call on the appointment date to verify the time, only to find out that it was, once again, another general service call and that it was not to fix the tap. It was at this time I then contacted suddenlink/altice/optimum corporate again.
September 13th, 2022
I am referenced to an agent named either **** ******** or **** *****, as the names in the email do not match. The agent is informed about my ongoing issue and I am given a case number of ******. The agent then informs me that they will be keeping up with the case and be in contact with me when something happens. At a later time, I call to inform about my bill as I have no been getting an agreed upon service and find it unfair that I still have to pay for service that I am not getting. I am told that there is nothing that they can do until its fixed and I am to continue paying the bill in whole.
Week of September 26:
I am called by a different agent in regards to my case. I am told that work will be starting the week of October 3rd.
October 17th (today):
I have attempted to call the agent Anna many times for an update, all of which say the agent is unavailable. I have left a voicemail and message to be called back, and have received none.
Business Response
Date: 11/01/2022
In response to the complaint, Optimum spoke with the customer on October 18, 2022 to acknowledge receipt of his complaint. Optimum engaged its engineering team and field service department who confirmed all impairments were resolved by November 1, 2022. Optimum applied service credit to the customer's account for the reported issues. Optimum followed up with the customer on November 1, 2022 and explained the above. The customer has our direct contact information and we remain available should he require further assistance regarding this matter.
Customer Answer
Date: 11/04/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

There is still an outage that is effecting my area causing lower than satisfactory speeds. Until all outages are fixed and I can verify that I am getting the service I am supposed to be getting, this issue will remain open

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***** *****

Business Response
Date: 11/16/2022
In
response to the rebuttal, Optimum spoke with the customer on November 10th,
2022, to acknowledge receipt of the complaint. On November 14th, 2022, Optimum
spoke with the customer, and he confirmed his services had been up and running
for the past Five (5) days without any issues. The customer has our direct
contact information should any further assistance be required.
Customer Answer
Date: 11/16/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***** *****

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Altice USA is NOT a BBB Accredited Business.